It would be good if clients would be able to give a feedback about the support provided.
They can rate with stars and also write some comments in feedback.
Definitely a good idea to improve quality of response over time and be able to follow the quality of support provided by employees.
How do you suggest they rate with stars and provide feedback? Should there be a link in their ticket email? Any details you can provide would be helpful.
Yes, an email must be sent to them with a link, asking them to write a feedback. There can be rating from 0 to 5, and an optional feedback can be also given. Also, even when people use their client area and visit the ticket that is closed, normally the tickets are shown in a list, so you can add a button or something on the right side of it to rate the ticket.(That button can redirect to that place to rate and provide a feedback) This button would not show at that place after it is rated.
Instead of a 5 star rating I recommend implementing a Like, Dislike system. It is a bit simpler and clearer.
Any additional thoughts/suggestions?
All poor rates should create an instant notification in the system so that a manager gets to deal with it as soon as possible.
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